Cannot import to new pc, always says zero ARK

Hi, ive tried to import my account from my mac client to a windows client and when use the passphrase it loads up an address but it always stays at zero ark. it does not update with my account. can anybody help?

also i know its the correct passphrase as on my mac if i try to import a new one and put in the passphrase it returns to that account and says already imported. so its definitely not the wrong passphrase.